PLAY airlines
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No customer service
I have now flown with this company three times ,the first two times was uneventfull ,a basic airline getting you from Europe to USA with a short stopover in Iceland. I had recommended them but I will never do so again after our last experience. My husband and I were due to visit a sick grandchild in USA traveling from Liverpool via Iceland. The first plane was late arriving at Liverpool due to technical issues meaning when we reached Iceland our connection had gone. We recieved a text informing us to book accommodation for ourselves at no more than 150 euros and we would be able to claim this back. And also a meal for15 euro per person. There were no staff at the customer service desk at 13:00 to advise or help as they had all gone home after the last flight left for the afternoon. We booked into a hotel and tried to help another couple in same situaton who had not even recieved text. Later that evening we were informed by text that we had been booked onto flights the next day. We continued on the following day to USA loosing a day with our grandchild and spending more than anticipated, as food and hotel were very expensive. On our return we completed the relevant claim form for compensation of 600 euros each of which we are entitled under EU law and also reimbursement of monies spent on hotel and food for the two of us as well as new transportation costs traveling from airport. We were emailed back to say we were entitled to 600 euros each and 388 euros for the expenses . I agreed to this and was told it would get sent to the to the relevant department for settlement. A week or two later I got another email to inform me 388 euros was being paid into my account and it had been settled. There has been no mention since of the other 2x600 euros we are due and all my emaills have been ignored despite me asking for it to be escalated. The company have my telephone number and email address and have not been in touch. Next year most of my family was planning to visit the USA to attend a wedding and we were planning to fly with Play but now we are reconsidering and using Icelandic air.